Experienced Customer Support Specialist – Sports Technology and SaaS Platform

At arenaflex, we're revolutionizing the way sports officials manage their schedules, assignments, and payments. As a leading SaaS platform, we're committed to delivering exceptional support to our customers, and we're looking for a talented and dedicated individual to join our team as a Customer Support Specialist.

About arenaflex

arenaflex is a cutting-edge SaaS platform that empowers referee/umpire associations and sports leagues to streamline their operations. With over 50,000 referees and umpires worldwide, we provide easy-to-use tools to manage schedules, assign officials to games, communicate, and pay officials across various sports. Our platform is designed to make the lives of sports officials easier, and we're passionate about delivering outstanding support to our customers.

Join Our Team!

As a Customer Support Specialist at arenaflex, you'll be part of a dynamic team that's dedicated to providing exceptional support to our customers. You'll work closely with our customers to resolve technical issues, answer questions, and capture feedback to improve our user experience. If you're a problem-solver with excellent communication skills and a passion for delivering great customer service, we want to hear from you!

Key Responsibilities

As a Customer Support Specialist, your key responsibilities will include:

• Responding to and handling technical support tickets, including resetting passwords, helping customers navigate and use our system, and scheduling/conducting short Zoom walk-throughs for more challenging support questions.
• Developing the technical support knowledge base of our software platform, including writing help documents and creating how-to video tutorials.
• Answering incoming customer phone calls to listen to and resolve issues, answer questions, and capture feedback for how arenaflex can improve the user experience.
• Troubleshooting technical issues within our system and solving problems as they arise.

Requirements

To be successful in this role, you'll need to possess the following skills and qualifications:

• Autonomy: We're looking for someone who can work independently with minimal guidance or oversight.
• Attention to Detail: You're thorough and accurate when reading, interpreting, and performing tasks.
• Client Relations/Customer Service: You enjoy providing great service to our customers.
• Communication: You're fluent in English, and can effectively listen and share knowledge and information with others. You communicate effectively, both in written and oral forms, using proper spelling and grammar.
• Problem-Solving Skills: You use critical thinking skills to work through the details of a problem to reach a solution.
• Resourcefulness: You can creatively handle new situations or difficulties skillfully and promptly.
• Taking Initiative + Self-Driven: You can see an opportunity or need and act upon it without being asked or told. You like making things happen, rather than waiting for something to happen.

Working Hours

As a full-time contract position, we expect the workload to be approximately 35 hours per week. At least half of your work time should be scheduled within Eastern time working hours of 9am-5pm, Monday-Friday. You must be located in the Pacific, Mountain, Central, or Eastern time zones.

Benefits

As a valued member of our team, you'll enjoy the following benefits:

• Competitive Hourly Rate: USD $25/hour
• Flexible Schedule: We offer a flexible schedule that allows you to work at your own pace.
• No Expectations for Evening or Weekend Work: We understand the importance of work-life balance, and we don't expect you to work evenings or weekends.
• Fully Remote Position: You'll have the freedom to work from anywhere, as long as you have a laptop and reliable Internet access.

Required Education and Experience

To be eligible for this role, you'll need to possess the following qualifications:

• Minimum Formal Education: High school diploma or GED.
• Intermediate Computer Knowledge: You must have intermediate computer knowledge, including the use of web apps in general, and understanding web technology from an end-user's perspective.
• Ability to Independently Learn and Implement New Technologies: You'll need to be able to independently learn and implement new technologies quickly.

Preferred Education and Experience

Previous experience handling technical support for a SaaS company is highly preferred.

How to Apply

We're excited to hear from you! To apply for this role, please submit your application through our online job application form. Applications will be reviewed on a rolling basis until the position is filled. Apply Now! If you have any questions or concerns, please don't hesitate to reach out to us at [email protected]. We look forward to hearing from you! Apply for this job